WARRANTY ADMIN. - COURTESY TRANSPORTATION GUIDELINES. Buick Century 1995

REVISION: 05/29/96 DIVS INVL 1 2 3 4 5 6 7

THIS BULLETIN IS BEING REVISED TO ADD ADDITIONAL TEXT AFTER LABOR OPERATION NUMBER STATEMENTS, UNDER CADILLAC SECOND PARAGRAPH 4TH LINE AND ALSO UNDER WARRANTY REIMBURSEMENT TEXT CHANGE IN THE FIRST PARAGRAPH. ______________________________________________________________________ REVISION: 09/23/96 DIVS INVL 1 2 3 4 5 6 7

THIS BULLETIN REVISES BULLETIN 68-05-02 AND SUMMARIZES THE COURTESY TRANSPORTATION POLICIES AND PROCEDURES FOR ALL U.S. AND CANADA GM DEALERS EXCLUDING SATURN. ______________________________________________________________________ REVISION: 07/21/98 DIVS INVL 1 2 3 4 5 6

THIS BULLETIN IS BEING REVISED TO CLARIFY THE PARAMETERS OF THE COURTESY TRANSPORTATION PROGRAM. THIS BULLETIN SUPERSEDES BULLETIN #68-05-02A (DATED 10/96) AND ESTABLISHES REVISED COURTESY TRANSPORTATION GUIDELINES, POLICIES AND PROCEDURES FOR THE BUICK, CADILLAC, CHEVROLET, OLDSMOBILE, PONTIAC AND GMC DIVISIONS. PLEASE DISCARD CORPORATE BULLETIN NUMBER 68-05-02A (SECTION - WARRANTY). ______________________________________________________________________

SUBJECT: WARRANTY ADMINISTRATION - COURTESY TRANSPORTATION PROGRAM ADMINISTRATION GUIDELINES

MODELS: CADILLAC: ALL MODEL YEAR VEHICLES CHEVROLET: 1994 AND NEWER MODEL VEHICLES GMC: 1994 AND NEWER MODEL VEHICLES PONTIAC: 1993 AND NEWER MODEL VEHICLES BUICK: 1993 AND NEWER MODEL VEHICLES OLDSMOBILE: 1992 AND NEWER MODEL VEHICLES

******************************************************************** IMPORTANT: GM OF CANADA AND GMODC DEALERS ARE NOT AUTHORIZED TO UTILIZE THIS SERVICE BULLETIN. GM OF CANADA DEALERS SHOULD REFER TO HOME OFFICE LETTER #97-111. ********************************************************************

COURTESY TRANSPORTATION IS A CUSTOMER ENTHUSIASM PROGRAM INTENDED TO MINIMIZE A CUSTOMER'S INCONVENIENCE WHEN THEIR VEHICLE REQUIRES WARRANTY REPAIRS WITHIN THE COVERAGE PERIOD. WHEN CONSIDERING ALTERNATE TRANSPORTATION NEEDS, THE COURTESY TRANSPORTATION PROGRAM PROVIDES OPPORTUNITIES FOR HIGHER SATISFACTION LEVELS WHICH CAN ENHANCE THE CUSTOMER'S PERCEPTION OF GENERAL MOTORS AND ITS DEALERS.

REVISIONS TO THIS BULLETIN #68-05-02B WHEN COMPARED TO BULLETIN #68-05-02A INCLUDE THE FOLLOWING AREAS: - IMPROVED BULLETIN FORMAT AND READABILITY - VEHICLE ELIGIBILITY AND COVERAGE: 1. BUMPER TO BUMPER PERIOD OF THE NEW VEHICLE LIMITED WARRANTY 2. 6.5L DIESEL ENGINE WARRANTY (5/100) 3. GOODWILL ADJUSTMENTS, WHEN APPROPRIATE - PROGRAM FEATURES - SAME-DAY VS. MULTIPLE-DAY SERVICES - OVERNIGHT WARRANTY REPAIRS - CLARIFICATION OF OVERNIGHT RENTAL - DOCUMENTATION AND PROCESSING REQUIREMENTS - SERVICE MANAGER NO LONGER HAS TO APPROVE ALL COURTESY TRANSPORTATION CLAIMS.

THE SPECIFIC GUIDELINES CONTAINED IN THIS BULLETIN ARE EFFECTIVE WITH ALL REPAIR ORDERS DATED ON OR AFTER AUGUST 1, 1998.

VEHICLE COVERAGE AND ELIGIBILITY

COURTESY TRANSPORTATION IS AVAILABLE TO ALL VEHICLE PURCHASE AND/OR LEASE CUSTOMERS. COVERAGE IS PROVIDED DURING THE BUMPER TO BUMPER PERIOD OF THE NEW VEHICLE LIMITED WARRANTY AND THE 5YR/100,000 MILE TERMS OF THE 6.5L DIESEL ENGINES WARRANTY. COURTESY TRANSPORTATION OPTIONS MAY ALSO BE USED IN CONJUNCTION WITH GOODWILL ADJUSTMENTS, WHERE APPROPRIATE.

THE PROGRAM IS NOT INTENDED TO COVER THE FOLLOWING VEHICLE TYPES AND ARE THEREFORE INELIGIBLE FOR COURTESY TRANSPORTATION: - VEHICLES IN DAILY AND LONG-TERM RENTAL SERVICE - DEALER OWNED VEHICLES - VEHICLES IN DEALER DEMONSTRATOR SERVICE

NOTE: ELIGIBILITY FOR COURTESY TRANSPORTATION RELATED TO FUTURE PRODUCT CAMPAIGNS AND SPECIAL POLICIES BEYOND THE COVERAGE PERIOD WILL BE ADDRESSED IN THE APPLICABLE BULLETIN.

PROGRAM FEATURES: SAME-DAY VS. MULTIPLE-DAY SERVICES

SAME-DAY SERVICES

SHUTTLE SERVICE/PUBLIC TRANSPORTATION/FUEL -- THE USE OF SHUTTLE SERVICE IS THE MOST COST EFFICIENT FEATURE OF THE COURTESY TRANSPORTATION PROGRAM. PROVIDING SHUTTLE SERVICE FOR CUSTOMERS IS THE PREFERRED TRANSPORTATION ALTERNATIVE AND SHOULD BE CONSIDERED ANYTIME A WARRANTY SERVICE APPOINTMENT IS SCHEDULED OR AN ELIGIBLE VEHICLE IS BROUGHT IN FOR A WARRANTY REPAIR. THIS OPTION SHOULD BE OFFERED IN CONJUNCTION WITH SHORT DURATION REPAIRS WITHIN THE SAME DAY.

A PARTICIPATING DEALER OPERATING A SHUTTLE SERVICE MAY CLAIM $5 ONE- WAY TO SHUTTLE EITHER THE CUSTOMER OR THE CUSTOMER'S VEHICLE TO OR FROM THE DEALERSHIP. IF A DEALER DOES NOT OPERATE A SHUTTLE VEHICLE, OR IN LIEU OF A SHUTTLE, THEN THE CUSTOMER MAY UTILIZE PUBLIC TRANSPORTATION (TAXI, BUS, TRAIN, ETC.), OR FUEL REIMBURSEMENT, UP TO $5 FOR SAME DAY REPAIRS.

DEALERS MAY WANT TO CONSIDER ESTABLISHING A CUSTOMER AWARENESS PROGRAM TO PROMOTE THE AVAILABILITY OF THESE FEATURES DURING THE NEW VEHICLE DELIVERY PROCESS AND WHEN SCHEDULING CUSTOMER SERVICE APPOINTMENTS.

(NOTE: CADILLAC CUSTOMERS MAY BE OFFERED REIMBURSEMENT FOR FUEL, PUBLIC TRANSPORTATION OR PROVIDED WITH A RENTAL VEHICLE FOR SAME DAY REPAIRS).

MULTIPLE-DAY SERVICES

REIMBURSEMENT FOR FUEL PROVIDED -- WHEN AN ELIGIBLE VEHICLE IS UNAVAILABLE DUE TO OVERNIGHT WARRANTY REPAIRS, CUSTOMERS WHO ELECT TO UTILIZE RIDES FROM ANOTHER PERSON (I.E., FRIEND, NEIGHBOR, ETC.) IN LIEU OF A RENTAL VEHICLE MAY RECEIVE REIMBURSEMENT FOR THEIR ACTUAL COST (BASED ON PAID RECEIPTS) OF FUEL PURCHASED, UP TO $10 PER DAY, $50 MAXIMUM.

REIMBURSEMENT FOR THE USE OF PUBLIC TRANSPORTATION -- WHEN AN ELIGIBLE VEHICLE IS UNAVAILABLE DUE TO OVERNIGHT WARRANTY REPAIRS, CUSTOMERS WHO USE ANY FORM OF PUBLIC TRANSPORTATION IN LIEU OF A RENTAL VEHICLE MAY RECEIVE REIMBURSEMENT FOR THEIR ACTUAL COST (BASED ON PAID RECEIPTS, UNDERSTANDING THAT RECEIPTS MAY NOT ALWAYS BE AVAILABLE), UP TO $30 PER DAY, $150 MAXIMUM.

REIMBURSEMENT FOR A RENTAL VEHICLE (EXCEPT CADILLAC) -- WHEN AN ELIGIBLE VEHICLE IS UNAVAILABLE DUE TO OVERNIGHT WARRANTY REPAIRS, A RENTAL VEHICLE, UP TO A MAXIMUM OF $30 PER DAY MAY BE PROVIDED. A CUSTOMER MAY RECEIVE A REIMBURSEMENT OF THEIR ACTUAL COST BASED ON PAID RECEIPTS, NOT TO EXCEED $30 PER 24 HOUR PERIOD. THE MAXIMUM VEHICLE RENTAL REIMBURSEMENT PERIOD IS (5) DAYS, AND $150 PER ELIGIBLE WARRANTY REPAIR. WHOLESALE AUTHORIZATION IS REQUIRED ON ANY RENTAL (6) OR MORE DAYS.

REIMBURSEMENT FOR RENTAL VEHICLE (CADILLAC ONLY) -- WHEN AN ELIGIBLE VEHICLE IS UNAVAILABLE DUE TO ANY WARANTY REPAIRS, A CUSTOMER MAY RECEIVE A RENTAL REIMBURSEMENT OF THEIR ACTUAL COST (BASED ON PAID RECEIPTS, UP TO A MAXIMUM OF $30 PER DAY, OR $35 PER DAY WHEN A CADILLAC RENTAL IS PROVIDED). MAXIMUM VEHICLE RENTAL REIMBURSEMENT PERIOD IS (3) DAYS, AND $105* PER ELIGIBLE WARRANTY REPAIR. CADILLAC REQUIRES WHOLESALE AUTORIZATION FOR ANY RENTAL FOR (4) OR MORE DAYS.

*CADILLAC DEALERS DESIGNATED AS "HIGH EXPENSE DEALERS" MAY CLAIM AN ADDITIONAL $10 FOR ACTUAL EXPENSES (OR UP TO $45) ON THE FIRST DAY OF THE LOAN EVENT WHEN A CADILLAC LOANER VEHICLE IS PROVIDED. (THOSE DESIGNATED "HIGH EXPENSE DEALERS" HAVE PREVIOUSLY BEEN NOTIFIED IN WRITING BY THEIR ZONE OFFICE.)

OVERNIGHT WARRANTY REPAIRS ARE DEFINED AS: - VEHICLE INOPERABLE WHEN RECEIVED AT THE DEALERSHIP - PARTIALLY COMPLETED WARRANTY REPAIR A) INABILITY TO COMPLETE REPAIR WITHIN ONE DAY B) MULTIPLE WARRANTY CONCERNS COLLECTIVELY REQUIRING MORE THAN ONE DAY TO REPAIR C) INABILITY TO COMPLETE REPAIR DUE TO DELAYED AVAILABILITY OF GM PARTS. EFFORTS TO EXPEDITE THE AVAILABILITY OF THE PART(S) SHOULD BE TAKEN IMMEDIATELY TO MINIMIZE THE LENGTH OF THE REPAIR PERIOD. THIS INCLUDES INITIATION OF A CSO-3 AND UPGRADES TO SPAC CASE (IF NECESSARY) WITHIN THE FIRST 24 HOURS. PLEASE REFER TO BULLETIN 48-05-02C DATED FEBRUARY 1998.

- VEHICLE IS UNSAFE TO OPERATE (E.G. STALLING, BRAKES OR STEERING INOPERATIVE, ETC.)

PROGRAM ADMINISTRATION

RENTAL VEHICLES -- MAY BE OBTAINED FROM ANY SOURCE INCLUDING DEALER OWNED, OR VEHICLE RENTAL AGENCIES. VEHICLES UTILIZED FOR CUSTOMER RENTALS ARE TO BE CURRENT OR WITHIN THE PAST TWO MODEL YEARS OLD. WHEN A LIKE DIVISIONAL VEHICLE IS NOT AVAILABLE (FOR EXAMPLE A BUICK RENTAL VEHICLE FOR BUICK OWNER), EVERY EFFORT MUST BE MADE TO PROVIDE A GM VEHICLE FOR COURTESY TRANSPORTATION. THERE MAY BE SITUATIONS WHERE A CUSTOMER DESIRES A PARTICULAR INTERIM RENTAL VEHICLE TO CARRY ON MEETING THEIR NEEDS WHILE THEIR VEHICLE IS BEING SERVICED. THE COURTESY TRANSPORTATION PROGRAM ALLOWS FOR THE RENTAL OF A LIKE VEHICLE OR WITHIN THE SAME RENTAL CLASS OF VEHICLES, BUT REIMBURSEMENT IS STILL LIMITED TO THE APPLICABLE MAXIMUM DAILY RATE. UPGRADING TO A HIGHER CLASS OF RENTAL VEHICLE FROM THAT WHICH IS BEING SERVICED, IS NOT PROVIDED FOR IN THE COURTESY TRANSPORTATION PROGRAM.

VEHICLE RENTAL REIMBURSEMENTS ARE THE MOST EXPENSIVE ALTERNATIVE OF THIS PROGRAM. WHEN RENTAL VEHICLES ARE OBTAINED FROM AN OUTSIDE PROVIDER, CLAIMS FOR COURTESY TRANSPORTATION RENTALS WILL BE REIMBURSED AT ACTUAL COST, INCLUDING DEALER DISCOUNTS FOR THE CLASS OF VEHICLE PROVIDED, UP TO THE APPLICABLE MAXIMUM DAILY RATE. IN SITUATIONS WHERE IT IS KNOWN FROM THE OUTSET THAT A MULTIPLE DAY RENTAL IS NEEDED, IT MAY RESULT IN A LOWER OVERALL AVERAGE DAILY RENTAL RATE. GENERAL MOTORS EXPECTS THAT ANY AGREEMENT BETWEEN DEALERS AND VEHICLE RENTAL COMPANIES THAT RESULT IN A REBATE, DISCOUNT, OR OTHER ALLOWANCE THAT REDUCES VEHICLE RENTAL EXPENSE, BE APPLIED TO CLAIMS FOR COURTESY TRANSPORTATION REIMBURSEMENT. REIMBURSEMENT FOR DEALER-OWNED RENTALS IS NOT TO EXCEED THE LOCAL MARKET RATE FOR THE CLASS OF VEHICLE PROVIDED, UP TO THE APPLICABLE MAXIMUM DAILY RATE. WHEN REPAIRS INCLUDE BOTH CUSTOMER PAY AND WARRANTY, COURTESY TRANSPORTATION ONLY APPLIES TO ELIGIBLE WARRANTY REPAIRS.

RENTAL VEHICLES -- CADILLAC ONLY -- ENTERPRISE RENT-A-CAR IS CADILLAC'S PREFERRED SUPPLIER OF COURTESY TRANSPORTATION VEHICLES OBTAINED FROM A SOURCE OUTSIDE OF THE DEALERSHIP. THROUGH A NATIONAL AGREEMENT, ENTERPRISE WILL MAINTAIN A FLEET OF CURRENT MODEL CADILLACS FOR THE PURPOSE OF MEETING OUR CUSTOMERS COURTESY TRANSPORTATION NEEDS. AS PART OF THIS AGREEMENT, CADILLAC HAS NEGOTIATED A NATIONAL RATE CAP FOR RENTAL VEHICLES PROVIDED BY ENTERPRISE AS COURTESY TRANSPORTATION RENTALS. IT IS PREFERABLE, THEREFORE, FOR DEALERS TO CONTACT ENTERPRISE FIRST WHEN OBTAINING A RENTAL VEHICLE FROM OUTSIDE THE DEALERSHIP.

NOTE: MOST RENTAL COMPANIES WILL NOT SUPPLY A RENTAL VEHICLE TO PERSONS UNDER A CERTAIN AGE OR TO PERSONS NOT POSSESSING A MAJOR CREDIT CARD. IN THESE SITUATIONS, UTILIZE OTHER TRANSPORTATION ALTERNATIVES SUCH AS PUBLIC TRANSPORTATION OR FUEL REIMBURSEMENT.

INSURANCE, TAXES, LEVIES AND FEES -- VEHICLE RENTAL COMPANIES MAY OFFER INSURANCE AT AN ADDITIONAL COST. CUSTOMERS SHOULD BE ADVISED TO CHECK THEIR PERSONAL AUTO INSURANCE POLICY AS IT MAY PROVIDE COVERAGE FOR RENTAL VEHICLES. STATE AND LOCAL TAXES, LEVIES, FEES AND INSURANCE, WHEN INCLUDED IN THE RENTAL AGREEMENT, CAN ALSO BE CONSIDERED FOR REIMBURSEMENT IF THE TOTAL DOES NOT EXCEED THE APPLICABLE MAXIMUM DAILY ALLOWANCE.

VEHICLE RENTAL REIMBURSEMENT PERIOD -- VEHICLE RENTAL REIMBURSEMENT WILL ONLY BE CONSIDERED FOR THE ACTUAL AMOUNT OF TIME ASSOCIATED WITH THE WARRANTY REPAIRS PERFORMED. THEREFORE, THE NUMBER OF VEHICLE RENTAL REIMBURSEMENT DAYS CLAIMED MUST BE JUSTIFIED BY THE WARRANTY REPAIR(S) PERFORMED. VEHICLE RENTAL PERIODS ARE TO BE BASED ON ACTUAL TIME THE VEHICLE IS UTILIZED AND NOT ARBITRARILY ROUNDED TO THE NEXT FULL DAY. THE CUSTOMER IS RESPONSIBLE FOR RETURNING THE RENTAL PROMPTLY FOLLOWING NOTIFICATION OF REPAIR COMPLETION. EXCESSIVE USAGE OF A RENTAL VEHICLE BEYOND COMPLETION OF THE WARRANTY REPAIR IS THE CUSTOMER'S RESPONSIBILITY. VEHICLE RENTAL REIMBURSEMENT PERIODS PROLONGED BY THE DEALERSHIP PERSONNEL, AND/OR DEALERSHIP SCHEDULING PRACTICES, ARE CONSIDERED THE RESPONSIBILITY OF THE DEALER.

SERVICE VISITS -- SCHEDULING SERVICE APPOINTMENTS INCREASE DEALER EFFICIENCY AND CUSTOMER SATISFACTION WHILE MINIMIZING VEHICLE REPAIR TIME. COURTESY TRANSPORTATION NEEDS SHOULD BE TAKEN INTO CONSIDERATION WHEN SCHEDULING CUSTOMER SERVICE EVENTS. IF THE VEHICLE CANNOT BE SCHEDULED INTO THE SERVICE DEPARTMENT, IS STILL OPERATIVE AND SAFE TO DRIVE, THE CUSTOMER SHOULD BE ENCOURAGED TO DRIVE THE VEHICLE UNTIL SUCH SCHEDULING CAN BE ACCOMPLISHED. SCHEDULING SERVICE VISITS LATE IN THE AFTERNOON OR IMMEDIATELY PRIOR TO A WEEK-END OR HOLIDAY WHEN SERVICE WILL NOT BE PERFORMED UNTIL THE NEXT WORKING DAY DOES NOT CONSTITUTE AN OVERNIGHT REPAIR, UNLESS THE VEHICLE IS INOPERATIVE OR UNSAFE TO OPERATE. IN CASES WHERE THE CUSTOMER'S PERSONAL SCHEDULE PREVENTS RETURNING THE NEXT WORKING DAY, COURTESY TRANSPORTATION CAN BE OFFERED. DECISIONS IN THIS REGARD SHOULD BE CONSISTENT WITH THE INTENT OF THE PROGRAM.

COURTESY TRANSPORTATION FEATURES, LABOR OPERATION NUMBERS, AND ALLOWANCES

LABOR MAXIMUM COURTESY TRANSPORTATION OPERATION ALLOWANCE DESCRIPTION NUMBER PER DAY/ REPAIR EVENT

SAME-DAY SERVICES Z7910 $5 OPTIONS: ONE-WAY SHUTTLE, TAXI, BUS, FUEL MULTIPLE SERVICES FUEL REIMBURSEMENT Z7909 $10/50 (IN LIEU OF RENTAL VEHICLE) PUBLIC TRANSPORTATION REIMBURSEMENT Z7908 $30/150 (IN LIEU OF RENTAL VEHICLE) RENTAL VEHICLE (SEE LABOR OPERATIONS BELOW)

VEHICLE RENTAL REIMBURSEMENT PERIODS MAXIMUM ALLOWANCE* ONE DAY Z7901 $30 TWO DAYS Z7902 $60 THREE DAYS Z7903 $90 FOUR DAYS Z7904 $120 FIVE DAYS Z7905 $150 MORE THAN FIVE DAYS Z7906

NOTE: ALL, EXCEPT CADILLAC, REQUIRES WHOLESALE AUTHORIZATION FOR MORE THAN (5) DAYS RENTAL ("H-ROUTED" CLAIM); CADILLAC ONLY, REQUIRES WHOLESALE AUTHORIZATION FOR MORE THAN (3) DAYS ("H-ROUTED" CLAIM).

*CADILLAC ONLY -- REFER TO CADILLAC COURTESY TRANSPORTATION ADMINISTRATION MANUAL.

COMPLAINT CODE -- FAILURE CODE

USE COMPLAINT CODE MJ AND FAILURE CODE 98 FOR ALL COURTESY TRANSPORTATION CLAIMS.

CLAIM DOCUMENTATION AND PROCESSING REQUIREMENTS

SERVICE MANAGEMENT NO LONGER HAS TO APPROVE COURTESY TRANSPORTATION CLAIMS. THIS CHANGE AND THE OTHER POLICY CHANGES COVERED ABOVE WILL BE UPDATED IN THE GM SERVICE POLICIES AND PROCEDURES MANUAL AS PART OF THE NEXT REVISION. REFER TO ARTICLES 1.4 AND 1.6 OF THE MANUAL.

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GENERAL MOTORS BULLETINS ARE INTENDED FOR USE BY PROFESSIONAL TECHNICIANS, NOT A "DO-IT-YOURSELFER". THEY ARE WRITTEN TO INFORM THOSE TECHNICIANS OF CONDITIONS THAT MAY OCCUR ON SOME VEHICLES, OR TO PROVIDE INFORMATION THAT COULD ASSIST IN THE PROPER SERVICE OF A VEHICLE. PROPERLY TRAINED TECHNICIANS HAVE THE EQUIPMENT, TOOLS, SAFETY INSTRUCTIONS AND KNOW-HOW TO DO A JOB PROPERLY AND SAFELY. IF A CONDITION IS DESCRIBED, DO NOT ASSUME THAT THE BULLETIN APPLIES TO YOUR VEHICLE, OR THAT YOUR VEHICLE WILL HAVE THAT CONDITION. SEE A GENERAL MOTORS DEALER SERVICING YOUR BRAND OF GENERAL MOTORS VEHICLE FOR INFORMATION ON WHETHER YOUR VEHICLE MAY BENEFIT FROM THE INFORMATION.